It is HIGHLY RECOMMENDEDto use a wired Ethernet connection for testing.  Wired connections have higher speeds and reliability levels.

Tips for troubleshooting network connections


  1. Restart your computer.
  2. Check your ethernet cable where it is plugged into your computer and ensure the lights next to the port are lighting up (green/yellow lights).
  3. Check your ethernet cable where it is plugged into the router and ensure the lights next to the wire are lighting up (green/yellow lights).  
  4. A wired connection will show the following under a network connection if it is successfully connected. 

If the computer cannot recognize the network, it will say "identifying" rather than "connected."


Based on your set up, you may have a modem and router OR a Modem/Router Combo

  1. Reset your modem and or router
  2. Use the internal reset function on the router and modem.
  3. If there is no internal reset function, power down and unplug the receiver for 30 seconds.
  4. Ensure the lights on the front of the modem/router are lighting up correctly showing a connection to the internet.
  5. If you are using a Wi-Fi connection, make sure you are close to the Wi-Fi router and not separated by a wall. 
  6. Many routers broadcast in the 2.4Ghz and 5Ghz range. If you are able to, choose the 2.4Ghz connection over the 5Ghz connection. You can also change the settings of your device to "Forget" the 5Ghz channel. Reach out to the manufacturer of your device for further technical support.
  7. If successfully connected, your wifi selection will show the following.

If these steps have not worked, call your Internet Service Provider to troubleshoot your network.